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Frequently asked questions

Ordering

HOW DO I PLACE AN ORDER IN THE G-STAR ONLINE STORE?

When you have selected a garment you wish to purchase, click "Add to Bag". To complete the purchase, click on the shopping cart on the top right hand corner of the screen. This will take you through to the checkout process, where you will enter your shipping and billing address and select a payment method.

WHY I AM ONLY ALLOWED TO FILL IN SIMPLIFIED CHINESE IN ADDRESS LINES?

G-star.com is dedicated to providing you with a premium online shopping experience that includes a fast delivery service. Now your order is delivered by local carrier - SF Express, with the best lead time and service. Only Simplified Chinese could be processed and delivered by SF Express. To receive your parcel faster and enjoy new G-star moment, please provide your address in Simplified Chinese.

I’M HAVING TROUBLE SIGNING IN

If you have trouble signing into our website, first check the specific text of the error message you received. The most common problem is a misspelled address or password (ensure both your CAPS LOCK and NUM LOCK facilities are off). If the problem persists, contact Customer Services (through the button”Contact us” at the bottom of any page) and we will email you a new password.

HOW CAN I TRACK MY ORDER?

You can follow the status of your order on your account page. Once your order has been picked the status will change into “completed”. Afterwards you will receive a shipping confirmation with a tracking code.

HOW DO I KNOW WHAT SIZE TO ORDER?

If you do not have a current G-Star garment on which to base your size, click on the 'Size Guide', which you can find on every product page in the online store. This converts body measurements to G-Star clothing sizes.

CAN I SPECIFY A DIFFERENT SHIPPING ADDRESS?

Yes. In the checkout process (step 2 – Delivery), you can add and select a different address from the billing address.

HOW DO I CREATE AN ONLINE ACCOUNT?

Click on "Account" on the top right-hand corner of any page. Choose "Create account" and follow the instructions as requested.

CAN I CHANGE MY ORDER?

If your garments are still in the Shopping Bag, you can delete them at any time and choose alternative items. If you have completed the checkout process, including payment, then you can no longer make any changes. When you receive your order, you can return those products you do not wish to keep.

CAN I CANCEL MY ORDER?

That depends on its shipping status. Contact Customer Service as soon as possible, quoting your order number. Once your order is already processed it cannot be cancelled.

HOW CAN I CONFIRM G-STAR HAS RECEIVED MY ORDER?

After receiving your order, we will send a confirmation email. Receipt of this confirms your order has been placed successfully. If you created an account, then you can also find your order on your account page.

WILL I HAVE TO PAY ANY ADDITIONAL TAXES AND DUTIES ON MY G-STAR ORDER?

G-star will pay all relevant taxes and duties on your behalf. This means that the total cost of your order includes all relevant taxes and duties and no additional fees will be charged by your local customs authority.

Payment

WHAT PAYMENT METHODS DO YOU ACCEPT?

You can pay your order with credit card (VISA / Mastercard), Alipay or Unionpay

HOW DOES PAYING WITH A CREDIT CARD WORK?

If you choose to pay by credit card, you will be asked to fill in your credit card number, name, expiration date, CVC code and possibly a 3D-secure password during Step 4 of the checkout process. Funds are then debited immediately from your credit card supplier. Payments to G-Star are handled by a third-party, certified company, guaranteeing your privacy.

HOW DOES G-STAR GUARANTEE THE SAFETY OF MY ONLINE PAYMENT?

Like the vast majority of online stores, G-Star uses SSL (Secure Socket Layer) technology to protect user’s personal information when transmitted via the Internet. SSL is the standard for internet payments and is supported by Chrome, Firefox, Microsoft Internet Explorer and other popular browsers. We use it to encrypt sensitive information before it is sent over the Internet.

IS THERE A LIMIT ON THE ORDER AMOUNT?

The limit is ¥9,700 to all orders.

Delivery

WHY CHANGES CARRIER FROM UPS TO SF EXPRESS?

We are dedicated to provide premium online shopping experience and the best post purchase service, with the best lead time and satisfactoring service. With local carrier –SF Express you can enjoy the latest G-star products within 5 days from most of cities! From 12th Aug 2014 on, order(s) is deliveried by SF Express.
Note if the order date is before 12th Aug 2014, the order would deliveried by UPS. Please contact customer service if any questions.

WHAT ARE THE SHIPPING COSTS FOR MY ORDER?

Shipping cost is ¥30 for all delivery. Free shipping on orders above ¥499. During times of promotion shipping costs may vary.

HOW LONG DO DELIVERIES TAKE?

Delivery times vary depending on the regions. Click here to see an overview of all delivery times.

CAN I DELIVER ORDERS TO DIFFERENT COUNTRIES?

No. The delivery address for an order must be in the same country as the host Online Store.

WHAT HAPPENS IF I’M NOT HOME WHEN THE ORDER IS DELIVERED?

SF Express will contact you directly by phone if you are not home when the order is delivered, thus please make sure provide phone number which is reachable. SF Express will attempt three times to deliver your order. After three unsuccesful attempts, G-Star customer service will further contact and instruct you to collect your order. The order will be kept in SF Express for another one week before returning to our warehouse.

Returns

WHERE DO I SEND THE PRODUCTS I WANT TO RETURN?

Contact SF Express customer service to arrange a pick-up

SF Express customer service contact information:
Phone number : 4008 111 111
Customer service office hour: 9AM-10PM ; Seven days a week

Once the pick-up is arranged please fill in the return form which you can find in your parcel. Please make sure include return form in your return parcel.
During the pick-up, you will receive a blank waybill from SF Express to complete. Please fill in below informattion for the consignee column on the waybill

a) Consignee:
Name of Consignne: G-Star Clothing Commercial (Shanghai) Co. Ltd
Address:上海市松江洞泾镇洞薛路885号3号仓库*
Zip code: 201619
Phone number: 021-6785-5188

b)Choose payment by clicking the box in the "Payment of Charge" section :
- Consignee: if your initial order is delivered by SF Express, return payment is free**

*To have a fast and satisfactoring service, now the order is delivery by local carrier -SF Express. The address must be written in Simplified Chinese. You can ask delivery man for assistance if it is needed.
** In case return is via EMS, the costs will be charged on you at the delivery of return package.

After you deliver your return, you will receive a proof of delivery and tracking number from carrier on the spot. Please keep this slip for future reference till receipt of your shipment is confirmed by G-Star. When we have received your return package, you will receive an e-mail notification from us.

HOW TO RETURN MY ORDER?

Complete the Return Form included with your item(s) and place it inside the box. Pack your item(s) preferably in its original box and packaging. If this is not possible, try to pack your item(s) in a similar way so that it stays safe and protected. Stick the preprinted return label on top of the box for addressing the parcel.

Your items can be returned within 14 days after you receive your package.

WHAT ARE YOUR RULES ON RETURNS?

Unworn items still bearing the original label and in original packing can be returned within 14 days of receipt. Full details of the return policy are outlined on your invoice.

WHEN WILL I RECEIVE MY REFUND FOR A RETURNED PRODUCT OR ORDER?

Funds will be debited to your bank or credit card account 2-3 weeks after your order is picked up by SF EXPRESS.

HOW LONG DOES IT TAKE TO PROCESS MY REFUND?

After we have received and checked your return order, we will refund your purchase amount to your bank or credit card account. Depending on your bank or credit card company, it may take several days to a week before the money actually is refunded.

HOW SHOULD I RETURN A PRODUCT WHEN THE PACKAGING IS DAMAGED?

Place the items you wish to return in a sturdy carton box to ensure no damage is caused during transit.

IS IT POSSIBLE TO EXCHANGE AN ARTICLE FOR A DIFFERENT SIZE?

We're not able to offer an exchange on items. All returned items will be refunded once they've been received by our warehouse. If you want articles replaced for a different size or color, or you want a different item, you will need to place a new order.

DO I RECEIVE THE SHIPPINGCOSTS BACK WHEN I RETURN (PART OF) MY ORDER?

Your shippingcosts are only refunded when your total order has been returned.

I HAVE DOUBT ON THE QUALITY OF PRODUCT I RECEIVE, WHAT SHOULD I DO?

Please contact customer service for the information. We will further assist you what to do.

By Email: service.nl@g-star.com
By phone :400-890-1231
From: Mon-Fri 12.00-20.00

WHAT SHOULD BE INCLUDED WHEN I WANT TO RETURN MY ORDER?

Please make sure place your return item(s) together with Return form in the original box.

General

HOW CAN I CONTACT CUSTOMER SERVICES?

Our Customer Service can be contacted via phone or e-mail. This information can be found via 'Contact' at the bottom of any page.

I HAVE A QUESTION, WHICH I CANNOT FIND AN ANSWER FOR IN THE FAQ?

Questions you do not get answered immediately, you can ask by phone or e-mail. You can find details under 'Contact' at the bottom of any page.

WHERE CAN I FIND TERMS & CONDITIONS?

Click on "Terms & Conditions" on the bottom of any page.

WHERE CAN I FIND THE PRIVACY POLICY?

Click on "Privacy Policy" on the bottom of any page.

HOW DO I CHANGE MY PERSONAL INFORMATION?

You can change your personal information via “Account” on the top right hand corner of any page.

I WOULD LIKE TO WORK AT G-STAR. DO YOU HAVE ANY VACANCIES?

All current vacancies are listed under "Careers" on the bottom of any page

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